Why AI-Powered Voice Agents are Changing Customer Service

Imagine a customer service call that doesn’t start with “Press 1 for billing” or “Press 2 for support.” Instead, an AI voice agent picks up, listens, and understands what you need as soon as you start speaking. Conversational AI agents can pick up on caller intent instantly, enabling a smooth, natural flow without the typical maze of menu options. This shift from rigid, scripted responses to fluid, back-and-forth dialogue is making a real difference in customer service.

We’re moving beyond the days of basic chatbots to sophisticated voice agents that respond naturally to open-ended interactions that escalate to a human agent if needed. 

Why are we excited about this?

When nearly 73% of people prefer dealing with issues on a call, the pressure’s on to make that experience as quick and painless as possible (World Metrics). Let’s be honest: no one wants to spend forever on hold or repeat their problem to five different people. In the UK, the average handling time for calls is over six minutes (Call Centre Helper).

With costs running about £6,125 just to replace a single agent, contact centres end up spending over £200,000 annually just to keep teams staffed (Evaluagent). So, there’s a clear need to take the pressure off human agents while still giving customers the smooth, friendly experience they’re after.

And with 78% of UK decision-makers planning to ramp up their AI investments, it’s clear that businesses are on the lookout for smarter, tech-driven solutions to solve these challenges (Salesforce).

Creating a human and AI tag team

We recently built an AI voice agent that can handle the natural, unscripted conversations that humans have with a real customer. No scripts, no set phrases - just genuine back-and-forth responses that adapt to whatever the customer asks. Here’s how it works:

When a customer calls the business, the Next.js backend instantly triggers an AI agent to process the call. Through text-to-speech, the AI voice agent greets the caller and asks how it can help. From here, speech recognition tech kicks in, interpreting the customer’s response and crafting an appropriate reply in real-time. This is also when we can make live API lookups for customer information and validation. This setup, powered by a telecom API like Twilio, handles the audio flow, making each interaction feel like a real conversation.

Our goal wasn’t to replace human agents entirely, but to give them a bit of backup at the first point of contact, here’s how:

• The AI voice agent starts by tackling the routine stuff, gathering some initial info, and handling basic questions. This lets human agents focus on solving trickier issues instead of repeating the same answers a hundred times a day.
• It’s built to handle the unpredictability of real conversations. Customers can go off-script, ask clarifying questions, and get genuine responses without having to start from square one.
• We know people want to know they can still reach a human. The AI agent makes that easy, passing off the call if it’s a situation that needs personal attention.

Where it fits in

We’re looking at practical, high-impact areas where AI voice agents make life easier for everyone involved:

• Answering “How do I reset my password?” or “What’s my account balance?” should be quick, painless, and automated. The AI voice agent can handle these sorts of requests, freeing up human time for more complex stuff.
• Changing a booking or checking a refund status are things human agents process all day long. With the AI voice agent taking care of these tasks, it’s a big time-saver.
• By gathering some info upfront and doing some early filtering and triaging, the AI voice agent helps human agents get right into problem-solving instead of data entry.
• Predicting customer needs by analysing their history or recent interactions. The AI voice agent could proactively offer solutions or guidance, making the experience more efficient and personalised.
• Integrating seamlessly with more CRM tools to pull relevant data into the conversation. This ensures the AI voice agent provides accurate and timely responses, saving both agents and customers valuable time.

Looking ahead

Right now, we’re only scratching the surface. AI voice agents aren’t just a quick add-on; they’re part of a bigger shift towards creating responsive, customer-friendly experiences at scale. And the more natural and intuitive these interactions get, the more we’ll see them become part of everyday service.

Curious to learn more? Drop us a message. We’d love to chat about how this technology can work for your team.

Stats:

Over 73% of customers prefer resolving issues over the phone, highlighting the importance of efficient voice-based support. World Metrics

78% of UK decision-makers plan to increase their AI investments over the next year, reflecting a strong commitment to leveraging AI for improved customer service. Salesforce

In the UK, the average handling time for customer service calls is approximately 6 minutes and 3 seconds. This duration can lead to increased operational costs and customer dissatisfaction. Call Centre Helper

Replacing a single customer service agent in the UK can cost approximately £6,125. For an average-sized contact centre with 126 agents, this equates to an annual turnover cost of around £202,125. Evaluagent